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Use case· 4 steps

How do I get alerted when a Zendesk SLA breach is imminent?

When a ticket's next-reply SLA is within 30 minutes of breach, Slack-alert the assigned agent and their manager. Aggregate breaches weekly for team review.

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How it works

Set up "Track Zendesk SLA breaches in real time" in 4 steps

  1. 1
    Scheduled check
    Every 15 min: Zendesk Search Tickets with sla_metric.next_reply < 30 min.
  2. 2
    Alert agent
    For each at-risk ticket: Slack DM the assigned agent + ticket link.
  3. 3
    Manager visibility
    If breach time passes: Slack post in #support-managers.
  4. 4
    Weekly report
    Friday: aggregate breach count per agent → Slack post for retrospective.
FAQ

Common questions about this recipe

What if the agent is offline?
Re-assign automatically after 15 min in queue. Track re-assignment count as a separate metric.